Technical Tax Support Specialist

The Wrap; Denver (CO); Hybrid; USD 36,000 - 44,000; Full time

Job summary

Gusto, a company on a mission to grow the small business economy, is hiring a Technical Tax Support Specialist in Denver. You will join a Tax Operations team, handling calls and emails from payroll tax agencies and supporting internal CX partners to prevent customer pain and improve agency relations.

You will work across CX teams to resolve complex tax filing issues, leverage AI tools to streamline processes, and contribute to scalable, compliant customer support experiences.

Qualifications

• 2–3 years of experience servicing tax agencies and/or customers with payroll‑related tax inquiries.
• Strong customer focus and commitment to quality of support.
• Deep understanding of payroll taxes, tax returns, and filing processes.
• Ability to identify trends and explain complex issues clearly.

Responsibilities

• Receive, respond to, and resolve calls and emails from tax agencies regarding tax filing and payment issues.
• Assist Gusto customers via email and phone on tax issues requiring deep tax operations knowledge.
• Collaborate with CX teams such as TaxRes, Customer Care, Tax Filing Compliance, and Compliance Operations.
• Track questions and issues to identify trends and opportunities for process improvements.
• Leverage AI platforms to streamline communication and enablement.
• Partner cross-functionally to resolve customer concerns.

Skills

Payroll taxes knowledge

Tax agency experience

Customer-focused

Communication skills

AI platforms familiarity

Job description

About Gusto

At Gusto, we're on a mission to grow the small business economy. We handle the hard stuff - payroll, health insurance, 401(k)s, and HR - so owners can focus on their craft and their customers. With teams in Denver, San Francisco, and New York, we support more than 500,000 small businesses nationwide and are building a workplace that reflects the people we serve.

All full-time employees receive competitive base pay, benefits, and equity (RSUs) - because everyone who helps build Gusto should share in its success. Offer amounts are determined by role, level, and location. Learn more about our Total Rewards philosophy.

AI is a fundamental part of how work gets done at Gusto. We expect all team members to actively engage with AI tools relevant to their role and grow their fluency as the technology evolves. AI experience requirements vary by role and will be assessed during the interview process.

About the Role:

As a Technical Tax Support Specialist, you will have the unique opportunity to join a specialized role on our Tax Operations team. Your role will help Gusto prevent customer pain and improve our influence with payroll tax agencies by supporting them via phone and email. You will help strengthen cross functional relationships and provide support to multiple teams across CX, enabling them to work more efficiently and effectively.

About the Team:

The Technical Tax Support team sits within Tax Operations and serves as a specialized bridge between Gusto, payroll tax agencies, and internal partners across CX. We help prevent customer pain by resolving complex tax filing and payment issues, improving responsiveness, and creating a more direct, trusted line of communication with agencies. Because the team tracks trends, surfaces feedback, and partners closely with groups like TaxRes, Customer Care, Tax Filing Compliance, and Compliance Operations, our work directly shapes better processes and better customer outcomes. As a growing workstream, TTS offers the opportunity to contribute to operational excellence while helping build scalable support experiences that strengthen compliance and peace of mind for customers.

Here's what you'll do day-to-day:

• Receive, respond to, and resolve calls and emails from various tax agencies regarding customer tax filing & payment issues
• Work with Gusto customers via email and phone on specific tax issues that require deep tax operations and agency knowledge
• Work cross functionally with teams across CX, such as TaxRes, Customer Care, Tax Filing Compliance, and Compliance Operations
• Track questions and issues raised by tax agencies and customers to identify trends and opportunities for process improvements
• Leverage AI platforms to streamline communication, automate processes and enablement.
• Partner cross-functionally to resolve customer concerns

Here's what we're looking for:

• 2-3 years of Experience with servicing tax agencies and/or customers relating to Payroll related tax inquiries.
• Customer obsessed focused and delivering the highest quality of support
• Deep understanding of payroll taxes, tax returns, and filing processes
• Ability to identify trends and understand impact
• Ability to convey complex issues to customers, Gusto team members, and tax agencies with effective communication
• Attention to detail, critical thinking skills, and data-driven mindset
• Comfort with ambiguity and improvement mentality
• An AI explorer that is committed to an AI native culture

Our cash compensation amount for this role is $26.19/hr to $32.30/hr in Denver & most major metro locations, and $26.84/hr to $34.00/hr for Los Angeles. Final offer amounts are determined by multiple factors including candidate location, experience and expertise and may vary from the amounts listed above.

Gusto has physical office spaces in Denver, San Francisco, and New York City. Employees who are based in those locations will be expected to work from the office on designated days approximately 2-3 days per week (or more depending on role). The same office expectations apply to all Symmetry roles, Gusto's subsidiary, whose physical office is in Scottsdale.

Note: The San Francisco office expectations encompass both the San Francisco and San Jose metro areas.

When approved to work from a location other than a Gusto office, a secure, reliable, and consistent internet connection is required. This includes non-office days for hybrid employees.

Our customers come from all walks of life and so do we. We hire great people from a wide variety of backgrounds, not just because it's the right thing to do, but because it makes our company stronger. If you share our values and our enthusiasm for small businesses, you will find a home at Gusto.

Gusto is proud to be an equal opportunity employer. We do not discriminate in hiring or any employment decision based on race, color, religion, national origin, age, sex (including pregnancy, childbirth, or related medical conditions), marital status, ancestry, physical or mental disability, genetic information, veteran status, gender identity or expression, sexual orientation, or other applicable legally protected characteristic. Gusto considers qualified applicants with criminal histories, consistent with applicable federal, state and local law. Gusto is also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. We want to see our candidates perform to the best of their ability. If you require a medical or religious accommodation at any time throughout your candidate journey, please fill out this form and a member of our team will get in touch with you.

Gusto takes security and protection of your personal information very seriously. Please review our Fraudulent Activity Disclaimer.

Personal information collected and processed as part of your Gusto application will be subject to Gusto's Applicant Privacy Notice.